Desktop Support Technician
1 week ago
Job Title: Desktop Support
Location: Staffordshire, England, United Kingdom
Workplace Type: On-site
Employment Type: Contract
Job Description:::
- Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / VPN)
- Administer and provide User Access and Exit controls.
- Good hands on experience on Windows, MAC OSX and Virtual Machines.
- In depth knowledge of Apple Mac client operating systems.
- Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
- Open / Active Directory integration
- Basic knowledge of Windows based systems Experience Required
- Excellent interpersonal skills with the ability to influence both I.T. and the business
- Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.
PRINCIPAL ACCOUNTABILITIES
· Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.
· Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.
3. KNOWLEDGE, SKILLS & EXPERIENCE
- 3-4 yrs of University education post High school (B.Sc. or Diploma)
- 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.
- 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems , MAC , Unix/Linux
- Clients: Windows XP, Windows 2000, Windows 98
- Remote desktop connectivity applications: RDP, pcAnywhere
- MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
- Internet browsers (e.g. Explorer, Netscape, Firefox)
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- Others: Adobe Acrobat and other common desktop applications
- Experience in SME support in specialized desks like VPN, MS Office etc.
- Management and System Administration of MAC workstations
- Problem Management & Escalations
- Analysis on performance
- Change Management activities
- Should have excellent troubleshooting abilities – to reduce the overall incident resolution time
- Root cause analysis and preparing Major Incident Reports
- Installations, moves, adds, and changes (IMACs)
- Able to work well with little direction and in a team atmosphere
- Ability to manage multiple projects each with critical deadlines simultaneously
DIMENSIONS
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff
5. COMPETENCIES
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
6. KEY BUSINESS CHALLENGES
- Meet or exceed current client and team SLA
- Keep up-to-date on new technologies and end customer technologies
- Keep customer satisfaction high
- Reduce user downtime
- Analyze chronic problem
Note: Interested Candidates can send CV harika.bellamkonda@tgcworld.com
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